Support covers the product working as documented. Anything beyond that is custom work, which we do take on, under separate terms and through a separate channel.
#What we take on
- adaptations for one specific site
- custom templates and widgets
- integrations with third party services
- migration and setup
- work that falls outside the item itself
Scope and timing are agreed before anything starts, so there are no surprises on either side.
#How to ask
Through the contact form on the site, or by email. The contacts page carries the current addresses.
To get an estimate quickly, include:
The site address
What specifically you need, described as an outcome rather than an implementation
Your deadline, if you have one
Whether a child theme already exists
That last item matters more than it looks. If the site already has a child theme, the work starts there. If not, that is the first step.
#Which channel is yours
- Support
Something is broken, or you cannot work out how a documented feature works.
- Feature request
An idea that would be useful to everybody using the theme.
- Custom work
Something you need for your site, whether or not anybody else would want it.
The distinction is not bureaucratic: a request in the wrong channel waits in the wrong queue.
A feature request sent as a ticket gets answered once and forgotten, and a custom job sent as a bug report waits behind bugs.
#Common questions
Will the custom work survive updates?
Work done through a child theme, filters and hooks does, which is how we build it, and it is worth confirming explicitly when the scope is agreed.
Can my own developer do the work instead?
Yes, and the extension points are documented for exactly that, with responsibility for that code then sitting with whoever wrote it.
Do you maintain the custom work afterwards?
That is part of what is agreed at the start rather than something either side should assume.
Is there a minimum size of job?
Ask, because some small things turn out to be a setting you had not found, and that answer is free.
I am not sure it needs custom work at all
Describe the outcome you want to support first, since a useful share of these requests turn out to be an existing setting or an existing hook, which is a faster and cheaper answer than a quote.
#Still stuck
Open a support ticket describing the outcome you want, and we will tell you which channel it belongs in.
Last updated
